AccountId: 011433970860
ContactId: bc0c6e6c-ba72-4ccc-8eb7-76f3e37e16ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 933239 ms
Total Talk Time (AGENT): 288698 ms
Total Talk Time (CUSTOMER): 247845 ms
Interruptions: 8
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/bc0c6e6c-ba72-4ccc-8eb7-76f3e37e16ce_20250603T18:14_UTC.wav
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[AGENT][POSITIVE] Thank you for
[AGENT][NEUTRAL] How may I help you?
[CUSTOMER][NEUTRAL] Yes, I just called a few minutes ago and I was hung up on.
[AGENT][NEUTRAL] Oh no, the phone.
[CUSTOMER][NEGATIVE] I've been calling since, yeah, I've been calling since yesterday, and I know they told me y'all fix your system. I'm still not able to get in to reset the system. It keeps telling me it does not recognize me as a client or any of my information in the system.
[AGENT][NEUTRAL] OK, alright, well let me help you with the online service center first let me get your name and your callback number, so if the call is dropped I can call you back.
[CUSTOMER][NEUTRAL] OK. The name is [PII].
[CUSTOMER][NEUTRAL] The last name is [PII].
[CUSTOMER][NEUTRAL] Phone number is area code [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII]. And what is your policy number?
[CUSTOMER][NEUTRAL] Policy number is 258.
[CUSTOMER][NEUTRAL] 2109.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address?
[CUSTOMER][NEUTRAL] And it's not on me, it's on my husband.
[CUSTOMER][NEUTRAL] My address is [PII].
[AGENT][NEUTRAL] OK, and what is your address phone?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then what is your email address?
[CUSTOMER][NEUTRAL] The address that it has listed, it is gonna be [PII].
[CUSTOMER][NEUTRAL] J O H N S O N at Duncanville ISD.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK thank you I appreciate you verifying that information for me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please
[AGENT][NEGATIVE] Go completely out of the [PII] website, get completely out of it. Go back into your browser and then reenter it. Don't.
[AGENT][NEGATIVE] Don't click on it if it comes up reenter it altogether.
[CUSTOMER][NEUTRAL] OK, hold on for me.
[CUSTOMER][NEUTRAL] Now I'm just going under the APL, I mean, American Public, it's under the American Public Life Insurance.
[AGENT][NEUTRAL] No, ma'am. You're gonna.
[CUSTOMER][NEUTRAL] Is what I'm gonna go under or?
[AGENT][NEUTRAL] You're gonna go to [PII].
[AGENT][NEUTRAL] RED
[AGENT][NEUTRAL] Dot AM.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then once you get in there,
[AGENT][NEUTRAL] You've got it up and once you get in there it's gonna give you a welcome to the online service center screen.
[AGENT][NEUTRAL] And you're gonna click on create your OSC account.
[CUSTOMER][POSITIVE] Mm, I can get all there.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] And you said secured public.
[AGENT][NEGATIVE] No secured.
[AGENT][NEUTRAL] AM
[CUSTOMER][NEUTRAL] On secure.
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You let me know when you see that welcome to the online service center screen.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hold on, it's not showing that one.
[CUSTOMER][NEUTRAL] Hold on here.
[AGENT][NEUTRAL] And let me know what browser are you using are you using?
[CUSTOMER][NEUTRAL] Welcome to the, yeah, yeah, cause it says welcome, welcome to the online service. It says welcome to the online service. Yes, I see it now.
[AGENT][NEUTRAL] Are you using
[CUSTOMER][NEUTRAL] And then it says create your.
[AGENT][NEUTRAL] OK, and are you using?
[AGENT][NEUTRAL] Are you using Chrome or Edge? What kind of browser are you using?
[CUSTOMER][NEUTRAL] Uh, what I'm using is, uh, Chrome.
[AGENT][NEUTRAL] Chrome, OK.
[AGENT][NEUTRAL] Alright, so when you click on that create your OSC account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It will ask you to select the role that best describes you, and you're gonna say insured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you'll click next.
[CUSTOMER][NEUTRAL] And then it says next.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then it'll ask you to provide the information.
[CUSTOMER][NEUTRAL] And then it at
[AGENT][NEUTRAL] And the policy is actually under your name, so you'll have to provide your information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And you'll have to use the email address that you gave me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, he kicked it back saying this information is incorrect.
[CUSTOMER][NEGATIVE] It's telling me it's not a valid, it's none of it valid.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Where are you at in the process? Are you providing the information on your last name? [PII]?
[CUSTOMER][NEUTRAL] Yeah, it, it, it's so, yes, and then my date of birth, and then it has my uh
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] My email address, my social.
[CUSTOMER][NEUTRAL] My resident, every
[AGENT][NEUTRAL] You put your social in?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and let's verify your social. Is your social [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that's correct. Um, and your residence is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you spelled [PII]
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, cause it's only asking for the zip code is all it's asking is on here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And we've got the zip code is [PII].
[CUSTOMER][NEUTRAL] It's just asking for a zip code.
[CUSTOMER][NEUTRAL] [PII] mhm.
[AGENT][NEUTRAL] OK. And your date of birth, let's make sure we've got that correct.
[AGENT][NEUTRAL] Is um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 1969.
[CUSTOMER][NEUTRAL] [PII] mhm.
[AGENT][NEUTRAL] OK, and let me look at your email address, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And there is a [PII] has an E on the end of it. Is that correct?
[CUSTOMER][NEUTRAL] ISD, yeah, it's [PII] ISD, yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, try to click that next button again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If this doesn't work, then we might click the cancel button and try to reenter it.
[AGENT][NEUTRAL] Because if you click continue it should send you an email so that you have a.
[AGENT][NEUTRAL] Um, verification code.
[CUSTOMER][NEUTRAL] OK, OK, it did it, it did it that time. OK. Now it's telling me, yeah, and now it's telling me it should be sending me a verification to my email now.
[AGENT][POSITIVE] Yay.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It should say it's OK, there it goes. OK.
[CUSTOMER][NEUTRAL] OK, it's saying that it sent me a verification to my email, is what it's telling me.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] When you get the verification code,
[AGENT][NEUTRAL] Did you set up your new password?
[AGENT][NEUTRAL] And then you'll have to verify it after you get the.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Uh, um.
[AGENT][NEUTRAL] After you get the verification code, you, you'll have to set up a new password.
[CUSTOMER][NEUTRAL] Verification.
[CUSTOMER][NEUTRAL] Yeah, I'm looking to see if it came to yeah.
[AGENT][NEUTRAL] Can I put you on hold for just a moment, please? I'm gonna put you on hold for just a moment. Thank you, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hey, I'm on the phone.
[AGENT][NEUTRAL] Yes, why
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much for holding for me. I appreciate it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah see this is.
[CUSTOMER][NEUTRAL] Hold on, let's go ahead and send me the new version. OK, there it is. The verification code just came to me.
[AGENT][POSITIVE] Yay.
[AGENT][POSITIVE] Things are looking good so far.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I have it from here now. All right. That's what I was needing.
[AGENT][POSITIVE] You have it from here now? OK, awesome. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. That's all I was needing.
[AGENT][POSITIVE] I'm so proud that you were able to get in. Yes, ma'am. I hope you have a blessed day.
[CUSTOMER][POSITIVE] Oh, OK. Thank you so much.
[AGENT][POSITIVE] You're very welcome. You, you take care, Ms. [PII]. Bye-bye.
[CUSTOMER][POSITIVE] All righty, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Bye bye.